Ferguson Home — Attraction in Golden Valley

I had a bad experience with them. 1.Very difficult to get the appointment. The sales person who i met is not knowledgeable. I ended up knowing limited models and choice. The appliances I selected during my visit are different from the quote I received later in the mail. The prices for appliances are also different from what was told during my visit for the selected items. The sales rep just mentioned as 'might have misquoted during the visit'. If one item I agree for a chance of misspoke or misquote, but I experienced for more. Example of it price for refrigerator is $400 higher in the quote versus what it was told to me during visit. Some of them are higher than market price. Also the sales person told only 1 year manufacturers warranty for all appliances where as entire market is with 2 years manufacturer warranty, it may be a knowledge gap. After I selected the appliances, i had to wait for 4 weeks to get the quote, that too after bunch of follow ups.

As it is a builder preferred showroom, I don't have other choice to go anywhere else.

Due to all of these i have to make another attempt, may be with another sales rep this time.

I wish Ferguson to improve the customer experience and service. Having large variety of models at ferguson will not make any sense if the sales and customer services are not improved.

May be they are not caring because of builders forced the buyers go there with no choice.

————————————————- Revisited on 12-Sep, Amazing turn.... After my feedback, I revisited to showroom on 12-Sep-17, i was hesitant to work with same Rep. This time it is totally made OTHER WAY, Awesome care and well knowledgeable by Sales Rep. I was so confused about this amazing positive turn. HIGHLY SATISFIED with selections, details, price, extra steps.

Now again im working with them for additional appliances selection of Washer and Dryer, will conclude my feedback after...

I don't like leaving bad reviews, but Ferguson really disappointed us and when given the opportunity to make it right, they didn't. I understand supply chain issues, but the poor communication and rescheduled installation dates was beyond frustrating. They rescheduled us 4 times citing supply chain issues. In the end it took almost 17 months from order to our last appliance was installed. And I get it. Supply chain issues are a thing and I understand, but why set an installation date without knowing the inventory is en route? Then when our last piece finally arrived, Kent emailed us and said he wanted to bump us up in the schedule so no one takes our freezer. Like that's a thing? The installers might give away your freezer to someone else and then what, you get rescheduled. Then, when we finally had a real installation date, they didn't show up! My wife sat at home all day waiting for them and they never showed up. They said Kent rescheduled us without our knowledge. The installers send somewhat threatening text messages to confirm your installation date, stating you'll be charged $100 if you cancel within 48 hours. They canceled on us within 48 hours twice! Ferguson asked how they could make it right and I asked for the equivalent of about a 1.25% discount on our purchases which I thought was more than fair. They offered half of that in return. Keep it. High end appliances should come with high end service and that's not what we got.

In response to your reply: This is classic. Instead of reaching out to us to try to resolve this you tell us to contact you. We already did that, several times. When given what we thought was a fair resolution you tried to negotiate it down. I’ve never experienced such bungled customer...

Buyer beware! Ferguson’s return process, even for unopened, unused merchandise, is slow, painful, and fraught with emails and phone calls.

This elaborate process includes an “eBusiness CSR Operations” department and a “Treasury” department with a “Claims Review” division. And all of these departments are in addition to customer service agents and sales representatives who also “help” process your return.

4/3/18: I ordered a bathroom fan from their website, after confirming that I could return it to the nearby Ferguson Showroom in Golden Valley if the item wasn’t needed.

4/7/18: Returned unopened fan to GV showroom.

4/11/18: Called 1-800 customer service number to check on status of return. They had no record of the item being returned.

4/11/18: Called sales rep at GV showroom who had received and recorded my return. Rep said that someone else at showroom was now handling it, and I should just wait for the return credit.

4/17/18: Talked to 1-800 customer service rep again. Returned fan not yet received from showroom. Called showroom again and talked to new person handling it; item not but not yet received by warehouse.

4/20/18: Received email from customer service rep stating return had been received and finally entered the Customer Cancellation approval phase.

5/2/18: Emailed customer service agent because credit not yet received. Informed that the “Return Claim” is currently in the Treasury department for review.

All of this rigamarole for a $108 dollar bathroom fan, returned to Ferguson’s showroom in unopened packaging.

Save your time and money and go to one of the local big boxes or your neighborhood hardware...